REFLECTION WEEK 1

Libraries Unbound: Open, Inclusive, and Engaged resonates with me. The theme speaks to the core purpose of libraries in the 21st century and beyond. It brings to the fore considerations about our audience—our primary stakeholders—what services should be provided and how to serve for satisfaction and an excellent return on investment.

In fact, understanding unbound libraries through the multifaceted lens of openness, inclusivity, and engagement draws on the libraries’ ability to adapt to changing times, new user needs and demands, and disruptive technological changes.

Reflecting on the presentations and activities throughout the first week, I am convinced that libraries will remain necessary despite predictions of their obsolescence due to transformative changes in the world’s social, economic, political, and technological ecosystem.

How do I respond to the challenges?

  • Understand who I am as a team leader and those I lead
  • Understand the information landscape and trends
  • Be futuristic and remain a lifelong learner
  • Seek out partners for collaboration
  • Start with the resources that are immediately available
  • Engage with the users; they should be at the centre of the services offered

This session was an eye-opener. The DISC Assessment result was a deep dive into self-understanding – ‘Who I Am’. I agree that, naturally, I am a SC Profile.

The results of the DISC Assessment provided an opportunity for introspection, resulting in greater self-awareness to guide my personal growth as a leader. Not only did I garner information on my personality for professional development, but it also provided guidelines for teambuilding and working effectively with members with the other profiles.

The concept of ADAPTABILITY cannot be overstated if we are to work effectively with others at the workplace. Adaptability is at the centre of work relationships. It commences with ME – Pauline Nicholas – a willingness to adapt for better results.

As a leader with an SC Profile, I need to ask myself what the other players need from me.

What does it mean to have a SC profile, and what should my relationship with others be

No style is better than the other

An effective team is better when all the profiles are included.

Once we start adapting, styles do not matter anymore.

GREAT represents fundamental, practical steps to excellent customer service. Library services are about connections and engagement; therefore, our connections and relationships with our users determine the level of customer loyalty. Outstanding customer service ensures the library remains relevant regardless of the shifts and changes.

  1. Respect cultural and all other differences

2. Evaluate and clarify customers’ expectations

3. Address and respond to customers’ needs

4. Thank and verify that needs have been met

Training in using and applying the GREAT Customer Service Guideline is one low-hanging fruit that can be implemented without high demand for extra resources.

It pays to practice good customer service.

Caribbean Meet-Up at OCLC.